I feel sorry for this PLDT CSR girl.

Paying for something, doesn’t include the “right” to curse people indiscriminantly.

The girl only aggravated the situation by cursing back. She should be fired, and the customer should be blacklisted — you can always refuse someone’s business, and in this case it’s a trouble-making customer.

I think this was to show a classic example on how to handle a cursing customer. From what I know of customer service the reply to Raul should have been “I’m sorry but I cannot continue with this call.” and hanged up. That’s why whenever an irate customer emails me in cursing language, I choose to ignore it.

Whatever the caller says, the agent must not take that personally. Be professional. Don’t be affected by the cursing of the caller. If I were the customer I would have done the same thing of complaining the bad service of the telco.

I think the agent lacked training in handling irate callers. It’s the agent’s fault why there were more cursing by the second half of the call. Plus, there was no process of taking down information. I was an agent before and we have a script in getting information. She should have been more assertive (at least through the quality of the voice). She sounds so kawawa. If I were the agent, I would have said, “Sir, if you would continue using foul words I would be constrained to disconnect this call.” And then I would tell the caller what I will do to address his problem (file a report, blah blah). I will ask the caller if that would work for him.

It’s no longer our concern where the customer would use his internet access.

I don’t think it’s a training recording. Training calls are filtered out by the Trainers. They also show examples of this situation but of course not to this extent.

In my perspective, the recording is indeed real and the CSR might be taking her first ever call. :)

sira lang talaga siguro yung mute button ng call master or ng amplifier.

as ang agent, you can curse anytime you want…just make suer it’s on mute ;)

The girl is wrong here. Her job is “Customer Support”. There’s no excuse for what she said to the customer. She deserves to be reprimanded.

point #2: Where is their Shift-supervisor? They MUST have Shift-Supervisors on duty, what kind of a service is that?

Point #3: NEVER PUT someone who is emotionally unstable.

Point #4: NEVER PUT someone who is not patient enough.

Point #5: NEVER PUT someone who doesn’t know a single thing about being a “CUSTOMER SUPPORT”.

So what kung murahin ka ng customer? By retaliating back to the customer and by stating what your rights are to the customer, you as the Call Center Agent just blew up your rights to file a case against that customer.

Keep quiet. Pass the call to another more experienced agent and/or the SHIFT-SUPERVISOR must take over already.

Kahit muramurahin ka pa ng customer, keep quiet. Do not fight back lest you want to void your right to file a case against that customer.

Secondly, you are only going to give your Employer a reason to fire you.

tsk. tsk. tsk.

And seriously, where the hell is their Shift-Supervisor?? What kind of a call center is that?

Very bad, very bad indeed.

Sa mga nagsasabi na hindi dapat minura nung customer yung CSR, I understand you because it is not a morally upright thing to do. Ang ipinapakiusap ko lang sana sa inyo, intindihin natin kahit na paano ang mga PLDT DSL customers na sa totoo lang ay ninanakawan ng PLDT sa bawat minuto na meron o wala silang serbisyo. Pag merong internet connection, hindi yung binabayaran mong speed ang makukuha mo kundi kadalasan ay less than 50% lang nun. So in effect, kung nagbabayad ka ng isang libo bawat bwan, serbisyong halagang limandaan lang ang ibinibigay nila sa iyo. At pag wala kang serbisyo, yan ang pinakamalupit. Dahil nagbabayad ka ng isang libo, wala kang makuhang serbisyo, at hindi ka matutulungan ng mga CSRs nila dahil they are just there as a buffer separating PLDT DSL bigwigs and the numerous customers who should actually expect bad service kasi nga, PLDT rolled out a service they cannot support and on top of that, they are using the money that the existing subscribers pay them so that PLDT can advertise and get more poor customers para lalo silang kumita even if it means lalong papangit ang serbisyong hindi inuupgrade, minamaximize lang. So if you look at it from the perspective of a PLDT DSL subscriber, hindi nakakatuwa ang serbisyo ng PLDT.

Sa mga call center agents naman ng Infocom, napakarami nang call centers dyan. Kung magtratrabaho ka sa Infocom para lang kumain ng walang katapusang mura ng mga nanggigigil na customers, maghanap ka na lang ng iba. The money they are paying you is not worth it.

bakla ung caller (DSL customer) pumapatol sa babae, eh kung mron ngang ginagawang updates pra s line nila eh hindi pa nghintay kawa2 nmn ung girl ginagawa nmn un instructions s kanya ng management g**o lng talga ung caller..! d marunong umintindi… d cut mo ung subscription mo..! g**o

That Customer Service Representative is not “kawawa”! I am also working as a csr at ICT Marketing Services…. The fact that she applied for a call center work, she must be aware of the fact that there are a lot of irrate callers, especially if she is working in an inbound environment… She uttered the phrase “putangina niyo” first! The customer said ” Tangina Hassle naman” and the csr said “putangina niyo”….. She is poorly trained and her listening skill is not working well…. And girl if you can read this, as an advise the customer has the right to say bad things to you, you should learn how to emphatize, he is cursing the services of your company, it is not pertaining to you…. Until you cursed him, that’s the time that the customer has gone wild and started to curse you as well…. Anyway I believe it’s your fault…. Because you should never give false hope to your customers, and if ever they will be irrate just pacify their anger, and you should never shout at them, and curse them back… and another thing, you should never hung up the phone when your customer is still talking, my goodness , this girl must be thought telephone etiquette and she must attend customer service training 101! I understand the customer because just like him I am also a customer, we may not be a call center agent, but all of us experience being a customer, and if you are paying for a companies services and you are not satisfied you have all the right to be irrate…. To Catherine, I guess you are not for call center industry because you do not know how to pacify the emotions of your customers…. With what you have shown I guess you should be your own boss! Sorry I am just stating my opinions

CUSTOMER IS NOT ALWAYS RIGHT! BUT SHOULD BE TREATED RIGHT! :) DON’T ARGUE WITH CLIENTS!!! DI KASI MARUNONG GUMAWA NG CLOSING REMARKS YUNG CSR KAYA DI MATAPOS ANG CONVERSATION! AND ONE THING, YOU SHOULD LEARN HOW TO EMPHATIZE, AND PACIFY CLIENTS EMOTIONS…IT’S BETTER TO RESOLVE PROBLEMS IN THE INQUIRY STAGE TO AVOID COMPLAINTS TSK TSK. HAAAAAAAAYYY

ang msasabi lng nmin dpat may psychological examination specially working in a call center pra maiwasan ang gnitong scenario. we are also CSRs. dapat mhaba ang pcencia. always calm down, pacify, emphatize and symphatize the clients. make sure na always ended the conversation with the closing spiels. of course we cant not meet their expectations but we must. kailangan mtatag ang loob at matibay ang sikmura mo. just listen to them. wag didibdibin. dont take it personally. sa mga mgaaply, gudluck!!!!

the girl was a certified IDIOT! i feel sorry for her poor skills on how to handle such a cursing-unbearable moments!!! she doesn’t know how to pacify and empathize with the feelings of the customer..(actually, she knows how to empathize… but on the other way around! the caller cursed her, and she showed her empathy buy cursing him too!)
she said:”walang po kayong karapatang murahin ako kasi trabahador lang kami dito!”

i said: DUH! you were just an employer there that’s why you should know how to handle that situation.. don’t tell me CUSTOMER lang din siya! Nahhhh! you were earning money because of them!!!!

so next time, learn how to listen well to what your customer is saying..in the first place, you were not the one being cursed!!! it’s the company that you are working for…he said:”T*** hassle!”… it’s not you that he’s pointing to!!!!

you are a certified exaggerated-emo-cursing-back!!!!
(ooops! what’s that?)

by the way…sorry for the harsh words…
(‘_-)

call centers trains and screens their agents but how can you answers all the problems if that company are limiting agents informations, and making scripted answers and solutions. somehow we have to remember all people me and you is not perfect at all, but we can be one if we try hard. what we need is a little patients, respect, knowlegde of what we do and tone down of voice, using proper words not bulgar not rude not harmful to others. we have choices we can complain in a nice way, we can raise problems in a good manners, we can communicate in a nice and easy, smooth. if problems still not solve or address im sure companies have remote or local office in your place and you can go and address problems, complain personaly but we dont do that because we are so lazy to do that or we just want to have a easy way that we even notice that we hurt someone or embarrash personality. what we lack is respect and calmness, patients.

call centers TRAIN and SCREEN their agents but how can you ANSWER all the problems, if that company IS limiting THEIR agents TO informations, scripted answers and solutions. somehow we have to remember, NOT all people ARE not perfect, but we can BE one if we try hard ENOUGH. what we need is a little PATIENCE, respect, knowlegde of what we ARE DOING and TO tone down OUR VOICES, using proper words, AND not VULGAR NOR RUDE THAT ARE harmful to others. we have choices, we can complain in a nice way, we can raise problems in a good MANNER, we can communicate in a nice, easy, AND smooth WAY. if problems ARE still UNSOLVED, or ADDRESSED, i’m sure companies have remote or local OFFICES in your place and you can go and address problems, complain PERSONALLY, but MOST DOESN’T WANT TO DUE TO LAZINESS, or THEY just want to GO THE easy way that THEY DON’T even notice that THEY ARE ALREADY HURTING OTHERS or EMBARASSING THEM (OR ATTACKING THEIR PERSONALITY). what we lack is respect and calmness, PATIENCE.

*sorry, i was compelled to edit the post of jun figuer, whoever he is. disturbing eh. mag tagalog ka na lng sana. TANGINA HASSLE! (ahahahaha!)

anyway, bastos ung caller na un. as in bastos. walang breeding. mukhang one time big time na pupunta abroad un, kea wlang manners whatsoever. kawawa ung girl.

pero, may kasalanan din ung operator, in a way. sapat nde siya naging emotional. nde naman siya ung inaatake ung caller eh. ung services ng co. nila. dapat nag apologize na lng siya, tapos ginawan ng paraan para mababaan ung caller in a polite way.

malamang, nasisante na siya. hay. sayang.

*jun figuer, nde attack sau ito ah. nabother lng talaga ako sa post mo. may you have the PATIENCE to analyze what have transpired.. ayoko ng away.. ehehehe.. ang PATIENTS, pasyente un, ung mga nasa ospital.. tapos nde embarassh, parang lasing. ehehehe. pati ung subj-predicate agreement mo.. ehehehe. peace!

i just read all the comments of all and i was amaze.kasi hati ang sides well true na pangit ang ginawa ng babae siguro nga dahil bago lang sya she was not well equipt to handle such case sabi nga dito sa dubai ng mga indiano (you are royally screwed) sabay iling ng ulo.sa akin na experience ko rin once na magalit ako sa customer kasi wala pa akong sahod ay the same time tumatawag na ang family ko back there about the money at may emergency tapos ang alam kong 3-4 day pa bago makarating ang pera.sinabayan pa ng makulit na customer na pilit na nagpapaturo ng pag operate ng computer na alam mo naman na hindi sayo binili at habang may kausap ka pa ay sabat ng sabat hanggang sa iyong taong gusto talagang bumili ay umalis na rin sa buwisit sa kanya maaring ganyan din yan na trigger lang ang babae ng makarinig ng word na masama.tao lang tayo minsan na o over look natin nag mga bagay.actually they deserve each other eh.a customer who could not control his mouth must shut up.ok he has the right agree ako doon pero.babae ang kausap mo.wala sigurong magulang yun na nagtuturo sa kanya ng mabuting asal.dito sa arab country pag nagmura ka sa salesman or customer service lagot ka dahil ang phone mo ay nakarehistro at yung number mo trace ka agad kulong ka agad may latigo pa..hehehe.

magsilbing aral nlng 2 sa mga nagttrabaho s customer service dun slalo sa gurl.nextym maging maingat kau sa mga binitawan un salita at cguraduhin nyong nakamute un mic nyo…un lng…

as always –bad words are bad words and should not be uttered at all times.See how both of them invited evil.

dapat sayo babae ka nakukulong :P

por que no te callas!!!!!!

we must admit that the caller is a bit harsh, but based on what i have heard it is at first the initial feeling of the customer to feel inconvenient with the service of pldt. Any ways, to the csr, i know it feels awful to hear cursing words, but emphatize first before making an unnecessary response. please try to hold your feelings… and to all the customers out there please be a man of patience it doesn’t mean you pay for the service… eh pati dignidad ng kausap mo ay binayaran mo na rin!

Dolores, girl you are right!

First of all, honey, if these people were in the U.S. of A., they would be laughed at.

A Filipino man – from the Philippines – is a cheating scum anyways. They have no business ethics or morays. He probably isn’t even circumcised.

The caller, acted like a damn “weak” housewife. All she had to do was hang-up. Crying please! What a disgrace to all women. Typical F.O.B. And their English pronounciation, oh my god, gag me with a spoon!

WHATS THE NAME OF THAT IDIOTIC GUY ON THE PHONE.HE SOUNDS LIKE A HOUNDING DOG DAT KIPS ON BARKING AND HOWLING.BASICALLY IF YOUR GONNA CALL THE US OF A CALL THEM ON THE PHONE DONT MAKE TIPID STUPID MAY PAMASAHE KANA NGA AMERICA EH TITIPID KAPA FREEDOM FREEDOM KAPA DYAN.DATS Y THERE ARE OPTIONS DUMMY.KSI KUNG WALANG INERNET CONEKSYAN REVERT to OTHER OPTIONS LIKE PHONELINES DUMMY IDIOT PATHETIC BIACTH.

pag gagantihan ang customer, BE SURE na gamitin ang MUTE button….!!!!!!!!!

s putang inang lalakeng un gayundin s mga sumasang-ayon don, sumpain kyo sa demonyo nyong pangunawa, mga taong nabubuhay ng wlang diyos…mga MANGMANG s kabutihan.

sayo miss! wg k n magalala panig syo ang diyos ,smantalang si satanas nmn ang kay raul.. ganun tlga mga ugali ng wlang asal tapos may balak pang mag-abroad! don ka sa impyerno mag abroad…fuck & damn u RAulo.

SUMPAIN KA RAULo…UNLESS IF U REGRET…SNA MAGBAGO K…MAY PANAHON PA.

PUTA NG INA MO RIN RAULo
PUTA NG INA MO RIN RAULo
PUTA NG INA MO RIN RAULo
PUTA NG INA MO RIN RAULo
PUTA NG INA MO RIN RAULo
PUTA NG INA MO RIN RAULo
PUTA NG INA MO RIN RAULo
PUTA NG INA MO RIN RAULo
PUTA NG INA MO RIN RAULo
PUTA NG INA MO RIN RAULo
PUTA NG INA MO RIN RAULo

raul for president!!

haay.. call centers.. smart bro has that problem and it irritates me. it took us 3 days and suggest for rebate. i apply for the rebate and checked it on my bill at hindi naka appear. shocks.. i called again and csr told me na it was not rebatable. shit and i argue high blood me. and then it ended na pwede naman pala.

funny! hahaha. let me repost this!

kakatawa ung CSR konting mura lang ganun na. naku madaling matatanggal sa trabaho yan!

the unethical customer vs. the unprofessional CSR

after listening to the conversation, gago yung costumer rep, nagulat ako at minura rin nya yung costumer bigla, napamura lang sa inis yung costumer kasi gago naman talaga ang pldt. NAUNA nga ang costumer pero addressed sa pldtgago hindi sa girl pero yung mura ng girl adressed sa costumer.

kaya ayun napamura na ng husto yung costumer. gago yung pldt pero gago rin yung girl. pag ako nakausap nun mumurahin ko rin.!!!!!!

isipin mo ikaw na nga ang naperwisyo ng pldtgago, tapos iaangal mo lang sa call center mamumura ka pa.
gago ang pldt and lahat na magdedefend sa kagaguhan ng pldt ay gago rin. fuck that girl. and fuck you all that actually sided with the shitface.

subscriber din ako ng PLDT.. oo nakakainis nga ang serbisyo ng PLDT pero di un dahilan para murahin mo ung kausap mo na CCA.. kahit na ung pagmumura mo eh hindi patungkol dun sa babae.. di ka dapat nagmumura.. malamang kahit ikaw pag naiirita ka.. kahit hindi patungkol sau ang pagmumura pero ikaw ang kausap malamang mangigil ka din diba? kaya putang ina ka.. gago.. magpaka lalaki kang gago ka

After listening to the audio file hindi ako nabuwisit sa pangit ng serbisyo ng PLDT kungdi kay Raul!

Tama lang na magalit ka sa service pero not on the girl, wala naman siya magagawa kung palpak yung service nila, she’s just working there.

Kahit naman nagmura ka nang tangina na walang mo, kahit ako yung csr magagalit ako e.

I just subsribed to PLDT Call ALL, 1 week na di pa rin naactivate yung sim ko, been calling them everyday, up to now wala pa rin. Kinukulit ko sila Im showing them im frustrated with the service and the same answers i get everyday. I just hang up the phone after dahil wala akong magagawa di naman boss ng pldt ang kausap ko e, tanong nagtatrabaho lang.

i think the only problem here is the agent forgot to press on the mute button. :)

hahah… yea.. i think she just forgot to press mute.. every agent has the right to curse but be sure to press mute.. when i was an agent, the mute button was my bestfriend..ahaha

OMG!!!

Is that how PLDT agents are trained? Di sya dapat in that work.